What you will gain from this training course:
- Practical collection skills
- Improved collection rates
- Better customer satisfaction
- Greater confidence in your work
Who this training course is for:
This training is suitable for those in a debt collections role. It provides a workable framework to anyone relatively new to the job and offers a refreshing review of approach to seasoned collectors who want to revive their skills.
What this training course session will cover:
Using each of the seven stages of cash collection, the session will cover:
- Preparation – Planning your approach based on environment and objectives.
- Contact – Making customer profiling work for you.
- Opening Statement – Exploiting the power of your approach.
- Negotiation Tools – Apply tools to maximise the effectiveness of your work.
- Securing the Deal – How to move from negotiation to closure.
- Closing the deal – Effective and positive approaches
- Follow up – Maximising the effectiveness of the previous contact.
This training session is aligned to the following CICM Professional Standards:
BS 3 Know your customer/client
BS 4 Financial and data interpretation
PS 1 Communication and relationship-building
PS 2 Problem-solving and decision-making
PS 3 Support and influencing
B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical
